Fatima Abass
@fatimaabass
Customer experience specialist at Guaranty Trust Bank (GTCO) who improved complex-case resolution time by 25% through cross-team collaboration.
NigeriaWhat I'm looking for
At Guaranty Trust Bank (GTCO Holdings), I managed customer requests and complaints, documented cases in the CRM, and followed up on open issues. I exceeded first-response and resolution-time SLAs by 20% and earned a 95% satisfaction rating on complex cases.
I worked with Card Resolution, Card Risk, TQM, Business Settlement, and Marketing to investigate customer issues, reducing resolution time by 25%. I also supported an average of 70 customers per day with onboarding to the mobile app and other electronic banking channels.
At BitMARTe C-Bit Industries Limited, I supported more than 100 B2B merchants and coordinated order fulfilment and intra-state deliveries. I also checked stock, monitored replenishment, and worked with colleagues and delivery partners to address fulfilment issues.
Experience
Work history, roles, and key accomplishments
Warehouse Supervisor / Senior Fulfilment Officer
BitMARTe C-Bit Industries Limited
Dec 2022 - Jun 2026 (3 years 6 months)
Served as primary contact for over 100 B2B merchants, coordinated order fulfilment and intra-state deliveries, supervised picking, packing, and dispatch, and conducted stock counts and reconciliations.
Customer Experience Specialist
Guaranty Trust Bank (GTCO Holdings)
Aug 2018 - Dec 2022 (4 years 4 months)
Managed customer requests and complaints, recorded interactions in CRM, exceeded SLA targets by 20%, and supported onboarding of 70 customers per day to digital channels.
Pupil Estate Surveyor
Kunle Oshodi & Co.
Jun 2015 - Apr 2017 (1 year 10 months)
Managed a portfolio of 50 properties, supported property valuations, conducted site visits, and handled lease documentation and government-agency approvals.
Education
Degrees, certifications, and relevant coursework
Introduction to Fleet Management
Certificate, Fleet Management
Completed an Introduction to Fleet Management course in February 2026.
Procurement and Logistics Certificate
Certificate, Procurement and Logistics
Earned a Procurement and Logistics Certificate in March 2026.
Tech4Dev
Certificate, Project Management
Completed a Project Management (Gender Equality Workplace Toolkit) course in 2024.
Data Analysis Using Microsoft Excel
Certificate, Data Analysis
Completed a Data Analysis Using Microsoft Excel course in 2023.
Property Law and Management
Certificate, Property Law and Management
Completed a Property Law and Management course in 2023.
Higher National Diploma (HND)
Higher National Diploma, Estate Management & Valuation
Completed a Higher National Diploma in Estate Management & Valuation in 2013.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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